Jul
07
Dell overhauls support services
Dell is revamping its support-services offering as the company continues to battle shrinking growth in PC and server sales.
The overhaul will see the introduction of two services, Dell ProSupport for IT and ProSupport for End-Users, aimed at improving local support for enterprise customers by improving turnaround times and offering the ability to fast-track requests.
With ProSupport for IT, for example, IT personnel at customer sites will be able to directly access the relevant support staff rather than pick their way through Dells support escalation process. Non-IT end users, meanwhile, will be able to access application and configuration assistance for their machines.
Dell would not clarify the number of people it has employed for the revamped service. Brian Goff, Dell Australias enterprise technical manager, said only that there are “more staff than last year,” citing the companys upcoming profit report on February 28 as a reason for holding back the details. The company is currently recruiting technical staff to fill vacant roles.
For customers already on Dells Gold Technical Support package, the extra benefits under ProSupport will be offered at no extra charge, according to Goff.
The new service offering comes at a time when Dell is fighting to retain its market share of PC and server sales worldwide. Some analysts have suggested the new support offering may help Dell combat falling sales in what is becoming an increasingly commoditized market.
“Services is a big part of IT. Hardware is increasingly underappreciated, so it comes down to other factors like price or services,” Intelligent Businsess Research Services analyst Kevin McIsaac told ZDNet Australia.
The company is also attempting to redefine itself in other ways. Dell recently acquired hosted e-mail archiving and security company MessageOne for $155 million. But perhaps its most significant move was the $1.4 billion acquisition of EqualLogic, a player in the nascent iSCSI storage market, repositioning the PC maker as an owner of storage IP for the first time, rather than simply a reseller.
Related posts:
- Virtual data center services providerVirtual data center services provider, SoftLayer Technologies, has extended its portfolio of available server hardware options with the addition of solid state drives (SSDs). SSDs are an enterprise-level solution for reliable and secure storage. Unlike disk-based storage drives, SSDs have no moving parts. This decreases their power consumption, cooling needs, and performance latency. It also [...]...
- new dell and apple laptopsA new laptop If you are feeling really generous this holiday season, you can get that special someone a new laptop. After all, laptops are one of the most wanted items on peoples Christmas lists this year. All of the major players have been working to make their laptop offerings more attractive heading into the 2007 Christmas [...]...
- choosing good virtual private server hosting servicesMake sure you have root access.Some hosting companies may prevent account users from accessing the root of the server. This is equivalent to a shared hosting account. Make sure that you are not cheated for this. When you purchase a VPS hosting services, you will definitely have root access. By having root access you can [...]...
- ASP.net hosting and SQL hosting providerASP.net hosting and SQL hosting provider, DiscountASP.NET, has deployed SmarterTrack customer service software to deliver customer support Ticketing, and Knowledge Base articles, among other services, to all of its customers. SmarterTrack brings all the functionality of a Help Desk, Ticket system, Live Chat, WhosOn, cost analysis, data mining, reporting, and a Knowledge Base in one application, all delivered through an elegant Web interface. Thanks in part to its unique ability to automate and extend to external databases and applications, SmarterTrack can effectively replace multiple applications and services, such as LivePerson, Bold Chat, Provide Support, Crystal Reports, Kayako, and more - saving money, time, overhead, and integration costs. Jeff Hardy, vice president of business operations at SmarterTools remarked, SmarterTools is very pleased that DiscountASP.NET has adopted SmarterTrack as a customer service solution for its customers. DiscountASP.NET has a well-earned reputation for quality and service and we are proud that they trust the complete SmarterTools lineup to deliver that value to their customers. DiscountASP.NET delivers email via the SmarterMail mail server, Web site statistics via the SmarterStats Web analytics tool, and sales and technical customer support via SmarterTrack customer service software. Takeshi Eto, VP Marketing and Business Development for DiscountASP.NET remarked, We found our previous customer service solution to be very inflexible and limiting in comparison to SmarterTrack. DiscountASP.NET had already migrated to the SmarterMail mail server and SmarterStats Web log analytics packages from SmarterTools and we were very happy with those results. SmarterTools has delivered on all counts and SmarterTrack has exceeded our expectations.Founded in 2003, SmarterTools Inc. is an information technology-management software company based in Phoenix, Arizona. SmarterTools builds a Windows mail server, customer service software, and a Web log analytics reporting tool that simplify and automate the day-to-day IT operations of businesses and hosting environments in over 100 countries. Additional information about SmarterTools Inc. and the SmarterTools product line is available at the company Web site: www.smartertools.com. DiscountASP.NET is a Microsoft Windows-based shared hosting provider, focused on providing the best value in ASP.NET and SQL database hosting. DiscountASP.NET was one of the first hosts to launch Windows 2008 hosting and SQL 2008 hosting. Through strong word-of-mouth and their commitment to ASP.NET and SQL technology, DiscountASP.NET has become the choice for affordable enterprise-class ASP.NET web hosting....
- Software as a service (SaaS) provider specializing in messaging and collaboration solutionsNew York, New York - (The Hosting News) - March 4, 2009 - Software as a service (SaaS) provider specializing in messaging and collaboration solutions, Intermedia, has raised its uptime guarantee from 99.99 percent to 99.999 percent on its hosted Exchange solutions....
- Dell XPS M1530 Laptop ComputerProduct Description: Dell XPS M1530 Beautiful Balance Get the best of all worlds: performance, sleek design, and a rich feature-set – all in a perfectly-sized 15.4″ notebook. The XPS M1530 is a multimedia machine thatÂs as gorgeous as it is powerful. Sophisticated Lines, Refined Strength Featuring a boldly stylized hinge, polished chrome detailing, and [...]...
- Dell Inspiron 1525 laptopThe lifespan of a Dell Inspiron laptop is usually quite substantial, sometimes to the point where it becomes long in the tooth. Thus its unusual to be mourning the loss of the Dell Inspiron 1520 after only six months on the market. Stepping into the spotlight to replace it is the revamped Dell Inspiron 1525. [...]...
- Speed XP By Disable Unwanted ServicesSecurity and performance are the two main concerns, that Windows XP users (similar to Windows Vista and Windows 2000) need to seriously understanding these 72 Windows services. Windows service is essentially a Windows program which is running in background. As such, Windows service taking up system resources throughout its execution. While Windows security is not [...]...
- Dell Studio Hybrid gets reviewed by GizmodoYou know their was a time when no one gave a crap what a PC looked like they were that big obnoxious white box that sat under our desk. But times have definitely changed, just like you can get a regular sink or choose from Delta faucets when redecorating a house, when it comes time [...]...
- VoIP Solution For Free VoIP CallsHuman beings have devised many activities which have been focussed on the basic purpose of getting the items that they need. Hence the barter system saw the light of a bright sunny day with the businesses now being the major as well as the latest form of the activities that human beings have undertaken for [...]...
- disable unwanted services in windows vistaPreviously, we have seen how to adjust Vista for best performance by changing its Visual Effects. One of the other method to increase the Vista or Windows Operating System performance is to reduce the startup time. By default, most of the applications, when you install creates an entry in the startup and it loads every [...]...
- Improving Fiber Optic NetworksBased in Livermore, CA, Alloptic is an advanced computing company focusing on producing hardware for improving fiber optic networks. Originally founded in 1999 and re-started in 2005 due to a revival of technological demand, Alloptic provides high bandwidth devices for phone and cable companies which are able to improve connectivity between their diverse networks and [...]...
- New Centrino chip to feature city-wide wirelessIntel, the worlds biggest PC chip maker, has launched the next-generation of its Centrino wireless chips for use in laptop computers and other non-PC devices. The chips combine Wi-Fi capability with a newer wireless technology called WiMax, which allows for high-speed data transmission over much bigger distances, such as across entire cities. The WiMax-enabled version [...]...
- Internet Domain Registration – new domain name registerThere are many good reasons to register an internet domain, and it is easy to do! A professional touch is one benefit of having your own internet domain. You are able to do things such as send email from your domain, or link it to another personal account that you may have. Possessing an email [...]...
- Choosing Best hosting for My web-siteChoosing a host for your web-site is no small decision. Once committed to one, it will become very difficult to move your business elsewhere – not to mention the damage that can be done to your business if you make the wrong choice. This makes it very important to “get it right the first time”. [...]...
20 views
